Unlocking Success with Business Customer Panels, Advisory Boards, and Councils
More utilities are learning the value of business customer-only panels, councils or advisory boards as vital tools for improving satisfaction and experience for this important customer segment. In this session, learn from leading utilities on how they set up and manage their panels, how they incentivize business customers to participate, and which types of business customers are most engaged. Learn how utilities are using this valuable customer feedback resource to improve services, communications and product delivery to business customers.
Moderator:
Jennie King, Chartwell Principal Consultant
Speakers:
Terry Lombard, Customer Experience Manager, PNM
Heather Rodriguez, Principal Research Market Specialist, SMUD
Heather is an experienced Customer Experience and research professional with a demonstrated history of influencing business decisions with market and customer insights. She manages SMUD Power Voice (SMUD’s commercial business insight community) and leads customer experience research efforts to measure perceptions and attitudes on multiple energy and electricity related topics. She holds an MSA and a B.S. in Economics with a minor in Political Science from California State University, Bakersfield.
